HVAC CSR booking script: answer, qualify, book

The opening (first 10 seconds)

“Thanks for calling [company], this is [name]. Are you calling about heating, cooling, or something else?”

Straight to the problem. No menu of departments, no “how can I direct your call?”

The four questions

1. “What’s it doing?” (no heat, no cooling, noise, leak, high bills)
2. “How old is the system, roughly?” (tells you repair vs. likely replacement)
3. “Is anyone at home vulnerable to the heat or cold?” (priority, and they’ll remember you asked)
4. “What’s the address?” (confirms you cover it)

“How much is it?”

Don’t guess a price on the phone. Give the visit price and what it includes:

“Our diagnostic visit is $[price]. The tech will find what’s wrong and give you options, and if you go ahead with the repair, [what happens to the visit fee].”

The close

Give two times, not an open question:

“I can get a tech to you today between 2 and 4, or first thing tomorrow between 8 and 10. Which works better?”

Then confirm by text straight away, with the tech’s name.